Overview:
We are seeking a highly motivated and technically proficient Customer Support Specialist to join our dynamic team. As a Customer Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients, ensuring their satisfaction and success in utilizing our products or services. This role requires excellent communication skills, a good understanding of IT concepts, and the ability to troubleshoot and resolve technical issues efficiently.
Key Responsibilities:
- Provide timely and professional support to customers via email and phone channels
- Diagnose and troubleshoot technical issues related to our products or services
- Guide customers through step-by-step solutions and provide clear instructions to resolve their technical issues.
- Escalate complex issues to the appropriate internal teams for further investigation and resolution.
- Document all customer interactions, including issues reported and resolutions provided, accurately and thoroughly in our CRM system.
- Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to continuous product improvement.
- Assist in creating and maintaining support documentation, knowledge base articles, and troubleshooting guides for both internal and external use.
- Stay up-to-date with the latest technological developments and product updates to effectively support customers and provide relevant solutions.
Qualifications:
- Bachelor’s degree in Business Administration, Computer Science, or related field.
- Proven experience in a customer support role, preferably in a technical or IT-related environment.
- Strong understanding of IT concepts, including networking, operating systems, databases, and software applications.
- Proficiency in troubleshooting and diagnosing technical issues across multiple platforms and devices.
- Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to customers of varying technical expertise.
- Exceptional customer service skills with a focus on empathy, patience, and professionalism.
- Ability to work independently with minimal supervision and collaborate effectively within a team environment.
- Strong problem-solving skills and the ability to think critically and analytically to resolve complex issues.
- Familiarity with CRM systems, ticketing systems, and other support tools is a plus.
- Fluency in English is a must.
Company Culture:
Our company values innovation, collaboration, and customer success. We foster a supportive and inclusive work environment where employees are encouraged to continuously learn and grow. As a member of our team, you will have the opportunity to make a meaningful impact on our customers’ experience and contribute to the success of our products and services.
Working hours:
- 10 AM - 6 PM CEST
- 5 PM - 1 AM CEST
